John Russo
Bay Shore,NY
Summary
- Dynamic college graduate with robust management and customer service expertise, recognized for exceptional communication and problem-solving skills. Strong motivation drives a commitment to excellence in mental health services, including experience in medication distribution, case management, and housing services. Proven ability to deliver compassionate mental health counseling while effectively coordinating resources to enhance client well-being.
- Experienced with comprehensive client assessments, ensuring personalized care plans are in place. Utilizes strong communication and coordination skills to effectively manage client services. Track record of fostering positive client relationships and achieving measurable improvements in client well-being.
- Knowledgeable Case Worker with strong history of managing complex caseloads and providing comprehensive support to diverse client populations. Proven ability to assess client needs and develop tailored action plans that drive positive outcomes. Demonstrated strong communication and problem-solving skills in high-pressure environments.
- Professional administrative specialist prepared for role requiring exceptional organizational and interpersonal skills. Background includes managing high-traffic reception areas, coordinating schedules, and providing top-notch customer service. Known for strong teamwork and adaptability, ensuring seamless operations and positive client interactions.
Overview
12
12
years of professional experience
Work History
Case Manager/Service Coordinator
Concern Housing
Medford, NY
02.2022 - Current
- Managed a caseload of 15-20 clients, not including case coverages during staff shortage periods.
- Managed a caseload of clients ages ranging from 30 - 70 years of age.
- Provided counseling to clients with substance abuse and addiction diagnostics.
- Provided counseling to clients with mental health diagnostics.
- Coordinated client assessments and developed personalized service plans to enhance independent living.
- Monitored client progress and adjusted care plans based on evolving needs and feedback.
- Conducted regular home visits to evaluate living conditions and provide necessary interventions on a weekly or bi-weekly schedule.
- Facilitated communication between clients, families, and service providers to ensure comprehensive support.
- Collaborated with community resources to connect clients with vocational training and employment opportunities.
- Preformed monthly property inspections to ensure fire hazard safety and proper egress.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Completed weekly progress notes and electronic documentation for clients as needed.
- Developed support plan goals with clients every 3 months and documented all results of client efforts.
- Conducted functional assessments every 6 months for clients to ensure support plans were resulting in improvements.
- Maintained consistency with HUD guidelines and HIPPA privacy laws.
- Conducted annual rental recertification for clients and provided them guidance and counseling regarding rental payments.
- Collected proper government documentation from clients in regards to Social Security Income, SNAP, & DSS.
- Improved client engagement by implementing user-friendly appointment scheduling system.
- Trained new case managers, raising team's overall competency and service delivery standards.
Medication Room Supervisor
Concern Housing
02.2021 - 02.2022
- Distributed the proper and correct medication to the residents during the assigned medication time periods.
- Packed medication for those who are on medication holds, or for people who are leaving the site for an extended period of time.
- Provided emotional support for those who needed it.
- Recorded any blood pressure/blood sugar test results that resident conducted on their own.
- Stored any medication delivers that come in.
- Completed a daily controlled substance medication count.
- Completed a daily medication count, based off the specific residents I was assigned to.
- Wrote up reports in the form of email, discussing any important events that transpired in the medication room, during my shift.
- Recorded all times residents took their medications and which medications they took.
- Made notes if residents missed or refused to take medications.
- Prompted residents to take their medication if they do not show up during their assigned medication times.
- Maintained a clean and safe workplace environment during my shifts, changed garages, swept the floors, cleaning counters.
- Implemented training programs for staff, enhancing team performance and service delivery.
- Supervised daily operations ensuring compliance with organizational policies and procedures.
- Managed the medication services for 50 or more residents at a time
Per Diem Counselor
Concern Housing
11.2019 - 02.2021
- Developed individualized treatment plans for diverse client needs
- Provided mental health and counseling services to 50 clients on location as needed.
- Facilitated group counseling sessions to enhance peer support
- Implemented evidence-based therapeutic techniques to improve client outcomes
- Collaborated with multidisciplinary teams to coordinate comprehensive care
- Worked at several different locations as needed and filled in support for locations with short staffing
- Maintained a flexible work schedule
- Preformed overnight shifts duties
- Provided crisis intervention services, offering immediate support and stabilization.
- Provided education on mental health topics and resources to clients.
Front Desk Receptionist
Concern Housing
West Sayville, New York
07.2018 - 11.2019
- Receptionist role, answered calls with proper greeting, helped visitors find the people/places they were looking for, distributed residents mail in proper mailboxes, made announcements to residents regarding daily activities, made copies of important documents, maintained a clean and safe work place environment and provided emotional support to any resident who needed.
- Managed front desk operations, ensuring efficient check-in and check-out processes.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Maintained organized filing systems for client records and office documentation.
- Trained new reception staff on operational procedures and best practices.
- Approximately 20-30 calls a day answered with proper greeting and services.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
Tournament Stat Keeper/Field Supervisor
Lake Placid Summit Classic
08.2016 - 08.2017
- Worked for two summers at the Lake Placid Summit Lacrosse tournament.
- Kept track of statistics for each player in assigned games.
- Kept track of goals, ground-balls, assists, and penalties for each player on the field.
- Kept track of the score of the game, time in each quarter/game, and time in each penalty.
- Set up tents at the beginning of each day for the stat keepers to work in.
- Recorded statistics and kept track of time for several professional and division one games.
- Oversaw daily operations, ensuring all activities aligned with event requirements and standards.
- Trained and mentored team members on best practices for field management and safety protocols.
- Coordinated logistics for equipment setup, maintenance, and breakdown during events.
Food Delivery/ Server
F.H. Riley's
01.2017 - 06.2017
- Accepted and processed customer payments in cash, credit cards and checks, checking for validity.
- Acknowledged customer issues and resolved their problems quickly and efficiently.
- Delivered Food safely to customers who called into the restaurant.
- Set up tables for customers to enjoy a meal at.
- Cleaned off tables after customers were finished.
- Bar-back responsibilities, such as changing the ice behind the bar, replacing drinking glasses, cleaning the bar, and replacing any needed alcoholic beverages that needed refilling.
- Supported needs of 5 person wait staff who attended to specific needs of countless customers daily for the restaurant.
Food Server
Harbor Club at Prime
03.2015 - 12.2016
- Recommended entrée or drink choices to guests by listening to their preferences and concerns.
- Memorized full menu of over 10 different courses and specials depending on the event being held (Wedding, retirement party, etc.)
- Practiced safe food handling procedures by washing hands regularly and using gloves when preparing salads or desserts.
- Assisted hosts and hostesses with seating of guests during rush times.
- Completed all side work after completion of dining service, such as setting up tables and seating areas for the next party/event. Often worked late hours to ensure the seating was accurate.
- Completed an entire food service and training course when hired as a restaurant server.
- Delivered outstanding customer service by serving food and drinks to guests.
- Demonstrated responsible alcohol serving practices by checking guest identification and ensuring that guests were not over served.
- Supported needs of 20 person wait staff who attended to specific needs of countless customers daily for steak & seafood restaurant with social relevancy and intentionality.
- Effectively maintained a clean working environment during shift.
- Helped resolve guest problems by remaining positive, friendly and respectful.
- Helped set up for Weddings, Retirement Parties, Graduation Parties, etc.
- Stayed late after restaurant closed to set up for the following event.
Coach
Millon Lacrosse
06.2014 - 06.2016
- Worked with kids between the ages of 9-12, helped them practice the fundamentals of lacrosse.
- Coached a specific team, played in several games throughout camp, including play-offs and the championship game.
- Had the responsibility of watching over your assigned team, and making sure they played with sportsmanship and put in a good effort, but most importantly that the kids were all safe at all times.
- Worked the concessions stand when I was not coaching.
- My second year there, I coached players from the ages of 14-18.
- Held more responsibilities my second year, such as personal one-on-one training with players and recruiting/advertisement responsibilities.
- Called parents and families of former camp attendees to advertise more opportunities for their children.
Concessions Stand Superior
Long Island Lacrosse Fest
07.2013 - 07.2014
- Accepted and processed customer payments in cash, credit cards and checks, checking for validity.
- L.I Lacrosse Fest was consisted of multiple tournaments and camps over the course of the summer season.
- Acknowledged customer issues and resolved their problems quickly and efficiently.
- Ran the concessions stand at the Long Island Lacrosse Festival (worked two summers).
- Organized snacks, grilled hotdogs, hamburgers, chicken, etc. for players, parents, and fans to enjoy.
- Helped set up the concessions tent each morning, and take it down each evening.
- Handed out prizes to winning teams, handled raffles.
- Directed traffic wherever it needed to go.
- Cleaned the Parking lots and fields after the games were over.
- Restocked the coolers, grills. Fridges, etc. before the next day.
- Re-sprayed the fields with the proper lines and labels for the next games.
- Lined up balls at the end-lines of fields for players to use.
- Empty out the cash box and give it to my superior, usually handled 500-1,000 dollars at the end of the day.
Stock Worker/sales Assistant
Value Drugs
08.2013 - 06.2014
- Accepted and processed customer payments in cash, credit cards and checks, checking for validity.
- Acknowledged customer issues and resolved their problems quickly and efficiently.
- Assisted clients in understanding their available options and helped them select the right service plans for their needs.
- Effectively communicated with other employees and upper management to ensure complete care of customers.
- Evaluated the customers' needs and provided service options to meet their requirements.
- Emphasized the specific product features that would stand out to customers, showing them product limitations and capabilities.
- Followed up with customers ensuring their satisfaction with their purchases.
- Greeted customers and offered them assistance where possible.
- Informed customers about current promotions and sales, encouraging them to take advantage.
Education
Bachelor's Science Degree - Liberal Arts & Sciences
SUNY Cortland
Cortland, NY05.2021
High School Diploma -
Huntington High School
Huntington, NY01.2014
Skills
- Attention to detail
- Client and vendor relations
- Communications
- Customer acquisition
- Customer service
- Dependable
- Housekeeping and maintenance
- Issue resolution
- Problem-solving abilities
- Excellent communication abilities
- Organizational Skills
- Presentation skills
- Time management
- Listening skills
- Front office management
- Problem-solving
- Relationship building
- Telephone etiquette
- Problem-solving skills
Timeline
Case Manager/Service Coordinator
Concern Housing
02.2022 - Current
Medication Room Supervisor
Concern Housing
02.2021 - 02.2022
Per Diem Counselor
Concern Housing
11.2019 - 02.2021
Front Desk Receptionist
Concern Housing
07.2018 - 11.2019
Food Delivery/ Server
F.H. Riley's
01.2017 - 06.2017
Tournament Stat Keeper/Field Supervisor
Lake Placid Summit Classic
08.2016 - 08.2017
Food Server
Harbor Club at Prime
03.2015 - 12.2016
Coach
Millon Lacrosse
06.2014 - 06.2016
Stock Worker/sales Assistant
Value Drugs
08.2013 - 06.2014
Concessions Stand Superior
Long Island Lacrosse Fest
07.2013 - 07.2014
Bachelor's Science Degree - Liberal Arts & Sciences
SUNY Cortland
High School Diploma -
Huntington High School